Tenant Satisfaction Measures (TSMs) results
Q3 2025/26 results
Q2 2025/26 results
Q1 2025/26 results
Overall Satisfaction 2025/26
Annual reports
Overall satisfaction 2024/25
Annual results overview
Download Annual Results for 2024/5 (Word document)
Q4 2024 results
Annual Figures 2023/24 (PDF)
Overall Satisfaction 2023/24
You said, we did
We are listening to our tenants to shape and improve our services as a Social Housing Provider.
ASB handling
April 24 – July 25
You said – Not happy with our dealing of ASB issues and communicating updates.
We did – we are looking at implementing stages of process to record and manage ASB cases and communicate updates to tenants. We are also introducing a new IT system which will be focussed on robust case management principles including consistent risk assessments and mutually agreed action plans. We have also introduced the noise app as a mechanism to accurately record instances of noise related ASB which will in turn help us to support those experiencing this type of ASB.
Listen and Act
April 24 – July 25
You said – Information was not clear or consistent when providing advice to household members when a tenancy holder passes away
We did – We have produced a process for staff to ensure clear and consistent messages are provided to those families that may have lost a family member in their home who was the tenancy holder. We have also recruited additional Housing Officers which has reduced the number of homes on each Housing Officer area to enable a more focussed support to tenants living in the areas they manage and who may need more intensive support. * You may receive letters that refer to Use and Occupation or Succession. These are industry terms
You said – Sometimes when homes are advertised for let, the size of homes have been advertised incorrectly.
We did – We have reviewed our processes to ensure that when homes are advertised we include the latest information, we will continue to look at how we can improve further.
You said – That you had concerns that our homes were not being returned in very good condition.
We did – We are reviewing and increasing our inspections of our homes to ensure they are being maintained whilst occupied. We have also introduced a new tenant induction training programme aimed at supporting tenants to understand the terms and conditions of their tenancy.
You Said – Our policy on how someone may succeed to a late person’s tenancy was unclear
We Did – We have developed a new policy and to ensure the process is clear for all tenants and their households and anyone that finds themselves in the position of having rights to succeed to a tenancy.
July 20 – Sept 25
You said - You didn’t feel you saw your Housing Officer enough
We did - We recruited more Housing Officer’s therefore reducing the rounds so that more time could be spent on the estate.
Also - We introduced Estate events to target particular areas of concern, and gives an opportunity for tenants to talk to their Housing Officers in person
You said - There was fly tipping causing an issue around Defoe Rd
We did - We set up an event to proactively clear all the rubbish in the area
You Said – You were having difficulties accessing the online Housing services.
We did - We have a planned workshop to support Tenants to use the service and all our staff are able to offer advice and assistance should you require it.
April 24 – July 25
Complaints Handling
You said – You don’t feel we listen to your complaints or handle them thoroughly.
We did – We have now reviewed our Complaint Handling in line with the new Housing Ombudsman Complaint Handling Code. We are also looking and reflecting on our lessons learnt from complaints made, which we will collaboratively scrutinise alongside our Tenant Engagement Panel.
Communal Areas
July 25 – Sept 25
You said - You didn’t like the build up of rubbish around the bin area
We did - We introduced new bins with labels to support correct disposal of rubbish
You said - Fly tipping in an area and non residents using the bin area wrongly
We did - We introduced a new lockable bin area that Tenants could access
You Said - There were issues with items in the communal area with no means to clear by tenants
We did - Set up an event to provide a skip to clear the communal area
July 25 – Sept 25
Neighbourhood Contribution
You did - Tenants concerned about safety of children with the roads around Malcolm Way
We did - We carried out an event to promote road safety and reducing speed that involved the tenants
July 25 – Sept 25
Fairness and Respect
You said – We don’t fully consider your needs within our communication methods
We did - We have taken measures to improve our knowledge of our tenant’s vulnerabilities and protected characteristics. This enables us to tailor our services to tenants needs
We have also produced this information in a visual graphic
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